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In case of contacting our Support Team via our portal or e-mailfor the first time, please remember to:

• Describe a problem in detail.

• Collect the required data (described below) and attach it to the request.

• Provide an exact timestamp when a problem occurred. 

Problem:

You notice low performance throughout the whole Jira and /or BigPicture (high usage of server resources, e.g., high CPU usage), or the whole Jira system does not respond.

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If Jira or BigPicture is unresponsive and you cannot access the App Configuration > Advanced > Technical info page to generate thread dumps, you can generate create thread dumps using the commands:

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1. When you notice a performance problem, you can Identify the Jira application PID by using a command:

   Code Block
   JIRA_PID=`ps aux | grep -i jira | grep -i java | awk -F '[ ]*' '{print $2}'`;

2. Run the following command - it generates 10 ten snapshots of CPU usage and thread dumps with 10-second intervals for a minute. You must have a JDK installed for the jstack command to work.

   Code Block
   for i in $(seq 10); do top -b -H -p $JIRA_PID -n 1 > jira_cpu_usage.`date +%s`.txt; jstack -l $JIRA_PID > jira_threads.`date +%s`.txt; sleep 10; done

   
   

3. Compress generated jira_cpu_usage.txt and jira_threads.txt files and send them to our Support Team.  

Nojstack installed:

1. If you do not have jstack installed, use the following command when you notice a performance problem:
   This command generates 10 ten snapshots of CPU usage and thread dumps with 10-second intervals.
   

   Code Block
   for i in $(seq 10); do top -b -H -p $JIRA_PID -n 1 > jira_cpu_usage.`date +%s`.txt; kill -3 $JIRA_PID; sleep 10; done

   When "kill -3" is used, the thread dump is sent to the standard error stream. If you are running run your application in tomcat, the thread dump will be sent into <TOMCAT_HOME>/logs/catalina.out file, which is usually attached to the Jira support zip.

2. Compress generated jira_cpu_usage.txt files and send them to our Support Team with the Jira support zip file to our Support Team.

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